Agencies are starting to understand that their customers demand a great experience. While this may seem a challenge to put in place, there are many lessons learned from implementing a solid strategy.
While governments compete for limited funding and resources, prioritizing customers is more important than ever. Having a strategy that can measure the value to citizens, while calculating business value, is key.
Improving public trust in government is a long road, and customer experiences will make or break your attempts.
Agencies need a way to seamlessly integrate citizens’ preferred communication streams in order to drive an improved experience. Learn how by reading this post.
Moving beyond satisfaction benchmarks to improve customer experience.
In Kansas City, citizens used to report potholes after they were formed. But the Public Works department’s director devised a method of predicting where potholes would develop.
West Virginia partnered with an e-government solutions provider to roll out digital services for their DMV, resulting in faster services for citizens.
Boston used to rely on inefficient and expensive processes for filing death certificates. Now, the city has a digitized system that improves customer experience.
The director of Georgia DCSS discusses how the state successfully employed a mobile app to address over 400,000 child support cases.
For government to successfully serve citizens, they must first understand their users’ stories: Who are they? What do they care about?